Last updated: 27 July 2026
This policy explains your right to change your mind about an order (right of withdrawal) and your rights if a product turns out to be faulty (legal warranty).
1. Your right to cancel (14-day right of withdrawal)
If you’re a consumer shopping from within the EU, you have the legal right to cancel your order within 14 days of receiving your product, without giving any reason.
To cancel, simply let us know clearly — for example by email to info@arkonno.com — before the 14-day period ends. Please include your order number and, if you can, whether you’d like a refund or exchange.
Once you’ve told us you want to cancel, you have another 14 days to send the product back to us at: Arkonno, Skovvej 3, 5462 Morud, Denmark.
2. What you’ll get back
We’ll refund the price you paid for the product, including standard delivery costs, within 14 days of either receiving the returned product or receiving proof that you’ve sent it back — whichever is earlier. We’ll refund you using the same payment method you used to pay, unless you agree otherwise.
If the value of the product has been reduced because of handling beyond what’s needed to check its nature and how it works (for example, if it’s damaged, used, or missing parts), we may deduct an amount reflecting that reduced value from your refund.
3. Who pays for return shipping
You’ll need to cover the cost of returning the product to us, unless the product is faulty or we made an error with your order.
4. Products that can’t be returned
As we currently only sell standard, non-personalized products, the general exceptions to the right of withdrawal (such as custom-made or sealed hygiene goods) don’t apply to our current range. We’ll update this section if that changes.
5. Faulty or defective products (2-year legal warranty)
Separately from your right to cancel, Danish consumer law gives you the right to complain about products that are faulty or don’t match their description for up to 24 months from delivery (sometimes called “reklamationsret”). If a fault appears within the first 12 months, it’s presumed to have been present at delivery unless we can show otherwise; after that, you’ll need to show the fault was there when you received the product.
If you believe your product is faulty, contact us at info@arkonno.com with your order number and a description (and photos, if possible) of the issue, and we’ll get back to you about next steps.
6. Need help, or not happy with our response?
Please contact us first at info@arkonno.com or via our Customer Service page — most issues can be resolved directly. If we can’t reach an agreement, Danish consumers can bring a complaint to Nævenenes Hus (the Danish Complaint Boards Authority) at naevneneshus.dk, or via their complaints portal at kpo.naevneneshus.dk. If you’re a consumer in another EU country, contact your national European Consumer Centre for guidance.